Note: The job is a remote job and is open to candidates in USA. Human Interest is a fintech company dedicated to providing accessible retirement benefits for all workers. The Intraday Workforce Analyst will manage real-time staffing and operational efficiency for Customer Success teams, ensuring alignment with demand and service level goals.
Responsibilities
- Create daily, weekly, and monthly forecasts of expected workload volumes
- Review and communicate overtime needs and staffing risks to leadership based on incoming volumes, starting tasks the day they are received/created, and not missing SLAs on any task
- Complete Customer Support weekly schedules including daily coverage for customer demand, as well as training and upskilling coverage, team huddles, etc
- Support schedule adjustment requests from associates throughout the day and communicate adjustment trends with leadership
- Complete trend analysis on volumes and propose actionable recommendations based on data to address operational needs
- Ensure all Customer Success teams and queues are appropriately staffed throughout the day, adjusting for sudden shifts in workload or changes in priorities
- Monitor phone, chat and case queue coverage to ensure customer wait times are limited and work is delegated effectively
- Coordinate proactive cross-team contingency support to maximize overall Customer Success staffing
- Ensure shift schedules align with incoming volume by day-part, and propose adjustments to shift times as needed based on customer demand
- Develop and maintain dashboards and reports for leadership, providing real-time insights into team performance, process bottlenecks, and operational metrics
- Drive Customer Success SLA attainment to meet company objectives
- Organize and execute shift bidding
Skills
- 1-3 years of experience in a workforce management role
- Exceptional accuracy and attention to detail
- Advanced data skills
- Excellent analytical analysis
- Exceptional research skills
- Clear and concise communication
- Understanding of forecasting and capacity planning concepts
- Ability to thrive in a fast-pace and metrics-driven environment
- Experience using workforce management software
- Relationship building acumen
- Experience with Salesforce
- Experience with SQL
- Comfort with statistical concepts like Erlang C, Shrinkage, and Occupancy
- Experience with Finance/Retirement
- Basic project coordination or change management exposure
Benefits
- A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
- Top-of-the-line health plans, as well as dental and vision insurance
- Competitive time off and parental leave
- Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
- Lyra: Enhanced Mental Health Support for Employees and dependents
- Carrot: Fertility healthcare and family forming benefits
- Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt
- Monthly work-from-home stipend; quarterly lifestyle stipend
- Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.
Company Overview